Auto-Attendant Setup

  Account > Business Cloud > Auto-Attendant

Managing inbound calls is a crucial part of how an organization handles everyday business, and the process here is simple, straightforward, and fully customizable. By implementing auto-attendants, you can customize where your callers are routed based on a schedule. Whether they’re calling the phone number for a specific or trying to reach the regional office, you get to decide what happens when they call.


For best results, open the Auto-Attendant builder in Chrome or Firefox.

Add an Auto-Attendant

  1. Click [+ Add Auto-Attendant].

  2. The auto-attendant builder will open in a new window. If your browser doesn't allow pop-ups, it may ask if you want to allow this one.

  3. Enter a name for this auto-attendant.

  4. Click the Add.png Add icon to select and add a new route (see the summary below). When a route is selected, the editor will slide out on the right of your window.

  5. Configure the route as needed, then click Save.

  6. Back on the auto-attendant builder, there is now a Add.png Add icon next to each new route. Click the icon to add the next route.

Auto-Attendant Route Summary

For more detailed information, refer to the Auto-Attendant Routes Guide

Field Description
Schedule Routes the caller to a call flow based on a defined schedule.

Plays a recording, typically the readout of the phone menu, and waits for the touch-tone input from the user to determine the next route.

Message Plays a pre-recorded sound clip.
Routes the caller to a group of users (not devices). This route also supports call queuing.
User Routes the caller to a specific user's devices or the user's voicemail. The call will follow the user's call handling settings.
Allows the caller to dial a user in the directory using text to speech.
Hang Up Ends the call.
Reference Redirects the caller to another route in this auto-attendant. For example, if a call is routed to a user but the user doesn't answer, instead of ending the call there so they have to call back, you could reference the Main Menu so the caller can start over.

Activate an Auto-Attendant

When the auto-attendant is complete, meaning there aren't any open routes and everything is good to go, its status will be updated to "Valid." At this point, you can click the Launch.png Launch icon to activate it.


 Assign a Phone Number

Once the auto-attendant is activated, please contact Customer Support to assign it a phone number. This step is required before calls can be directed through the auto-attendant.

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